{"id":2496,"date":"2026-06-04T08:18:05","date_gmt":"2026-06-04T08:18:05","guid":{"rendered":"https:\/\/multi-value.com\/skoda-frankrijk-bouwen-aan-klantbeleving-van-inzicht-naar-actie\/"},"modified":"2026-06-11T11:36:23","modified_gmt":"2026-06-11T11:36:23","slug":"skoda-france-developper-lexperience-client-de-linsight-a-laction","status":"publish","type":"post","link":"https:\/\/multi-value.com\/fr\/skoda-france-developper-lexperience-client-de-linsight-a-laction\/","title":{"rendered":"\u0160koda France &#8211; d\u00e9velopper l\u2019exp\u00e9rience client, de l\u2019insight \u00e0 l\u2019action"},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"684\" height=\"1024\" src=\"https:\/\/multi-value.com\/wp-content\/uploads\/2026\/06\/Afbeelding8-1-684x1024.jpg\" alt=\"\" class=\"wp-image-2437\" srcset=\"https:\/\/multi-value.com\/wp-content\/uploads\/2026\/06\/Afbeelding8-1-684x1024.jpg 684w, https:\/\/multi-value.com\/wp-content\/uploads\/2026\/06\/Afbeelding8-1-200x300.jpg 200w, https:\/\/multi-value.com\/wp-content\/uploads\/2026\/06\/Afbeelding8-1-768x1150.jpg 768w, https:\/\/multi-value.com\/wp-content\/uploads\/2026\/06\/Afbeelding8-1-534x800.jpg 534w, https:\/\/multi-value.com\/wp-content\/uploads\/2026\/06\/Afbeelding8-1-668x1000.jpg 668w, https:\/\/multi-value.com\/wp-content\/uploads\/2026\/06\/Afbeelding8-1.jpg 944w\" sizes=\"(max-width: 684px) 100vw, 684px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p class=\"wp-block-paragraph\"><em>Interview de Luc Durieux et Elias Fatmi (\u0160koda France) ; par C\u00e9line Dutas (Multi-Value). <em>Entre l&rsquo;interview et la publication, Elias a r\u00e9cemment relev\u00e9 un nouveau d\u00e9fi professionnel. Nous travaillons d\u00e9sormais avec Delphine, qui appara\u00eet sur la photo.<\/em><\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u0160koda France est un constructeur automobile reconnu pour ses v\u00e9hicules fiables, pratiques et offrant un excellent rapport qualit\u00e9-prix. La marque fait partie du groupe Volkswagen et est partenaire de Multi-Value depuis trois ans. Autant de raisons de donner la parole \u00e0 \u0160koda. Et pour cela, nous n\u2019aurions pas pu trouver de meilleurs interlocuteurs que Luc et Elias. D\u00e9couvrez ci-dessous comment ils utilisent les visites d\u2019exp\u00e9rience client, la formation et le coaching pour offrir \u00e0 leurs clients en France un \u00ab service au-del\u00e0 des attentes \u00bb.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Le programme de visites d\u2019exp\u00e9rience client mis en place repose sur plusieurs visites par concession et par vague, selon un sc\u00e9nario d\u00e9fini (avec ou sans rendez-vous). Chaque visite est suivie d\u2019un coaching \u00e0 distance avec le conseiller commercial et son manager, afin d\u2019analyser les r\u00e9sultats et de d\u00e9finir un plan d\u2019action concret.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Pouvez-vous vous pr\u00e9senter bri\u00e8vement, ainsi que \u0160koda ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Elias :<\/strong> Je suis responsable de l\u2019Exp\u00e9rience Client et de la Connectivit\u00e9 chez \u0160koda depuis deux ans.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Luc :<\/strong> Je suis r\u00e9f\u00e9rent D\u00e9veloppement R\u00e9seau et Qualit\u00e9 Client depuis sept ans.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Tous les deux :<\/strong> \u0160koda est une marque automobile tch\u00e8que, l\u2019une des plus anciennes au monde, fond\u00e9e en 1895 par V\u00e1clav Laurin et V\u00e1clav Klement. \u00c0 l\u2019origine, la marque fabriquait des v\u00e9los \u2014 d\u2019o\u00f9 son lien historique avec le monde du cyclisme \u2014 avant de se tourner vers les v\u00e9hicules motoris\u00e9s.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Depuis son rachat par le groupe Volkswagen en 1991, \u0160koda s\u2019est fortement d\u00e9velopp\u00e9e en Europe et en Asie du Sud-Est. Aujourd\u2019hui, elle est la troisi\u00e8me marque en volume en Europe (derri\u00e8re Volkswagen et Toyota) et la huiti\u00e8me sur le march\u00e9 fran\u00e7ais.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En France, le r\u00e9seau compte 170 concessions, plus de 300 conseillers commerciaux et 250 r\u00e9parateurs agr\u00e9\u00e9s. La gamme comprend actuellement 10 mod\u00e8les, avec deux nouveaux mod\u00e8les pr\u00e9vus en 2026.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Selon vous, qu\u2019est-ce qui rend \u0160koda unique dans le secteur automobile ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Luc :<\/strong> La long\u00e9vit\u00e9 de la marque et ses valeurs fondatrices en sont les piliers. \u0160koda adopte une approche pragmatique et centr\u00e9e sur l\u2019humain, avec pour objectif de r\u00e9pondre aux attentes de tous les conducteurs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nos trois valeurs principales sont :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Humanit\u00e9 :<\/strong> \u00eatre proche des besoins et des attentes des clients, avec un r\u00e9el sens de l\u2019accueil, du sourire et de l\u2019\u00e9coute.<\/li>\n\n\n\n<li><strong>Simplicit\u00e9 :<\/strong> proposer des produits \u00ab Simply Clever \u00bb, pratiques, astucieux et faciles \u00e0 comprendre, avec une habitabilit\u00e9 sup\u00e9rieure \u00e0 la moyenne.<\/li>\n\n\n\n<li><strong>Originalit\u00e9 :<\/strong> \u00e0 travers le design \u00ab Modern Solid \u00bb, le claim \u00ab Explore \u00bb et des solutions ing\u00e9nieuses, nous accompagnons nos clients dans leur vie quotidienne.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Comme nous aimons le dire : \u00ab La voiture fait partie int\u00e9grante de la vie du conducteur. \u00bb<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nos v\u00e9hicules, notamment les mod\u00e8les 7 places, sont con\u00e7us pour partager des moments de vie et devenir de v\u00e9ritables compagnons de route.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Pourquoi \u0160koda a-t-elle choisi de collaborer avec Multi-Value ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Luc :<\/strong> La proximit\u00e9 est une valeur que nous partageons avec Multi-Value.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Leur exp\u00e9rience dans ce domaine, notamment avec d\u2019autres marques du groupe Volkswagen et m\u00eame avec \u0160koda dans d\u2019autres pays, a \u00e9t\u00e9 d\u00e9terminante.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ils ont \u00e9galement su proposer une approche attractive, en phase avec nos attentes et nos contraintes budg\u00e9taires.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Quel a \u00e9t\u00e9 l\u2019impact du programme jusqu\u2019\u00e0 pr\u00e9sent ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Elias :<\/strong> Le bilan est tr\u00e8s positif. Nous constatons une hausse des scores des visites d\u00e8s la cinqui\u00e8me vague.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Le coaching post-visite aide r\u00e9ellement nos \u00e9quipes \u00e0 se structurer, \u00e0 d\u00e9finir leurs plans d\u2019action et \u00e0 identifier clairement leurs axes d\u2019am\u00e9lioration.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cela nous a \u00e9galement permis de clarifier nos attentes en mati\u00e8re de proximit\u00e9 et d\u2019\u00e9coute client.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Par ailleurs, nous apprenons beaucoup mieux quels sont les leviers ayant un impact direct sur la satisfaction client.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Quelles sont vos ambitions pour 2026 ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Luc :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>En France :<\/strong> atteindre 55 000 v\u00e9hicules et d\u00e9passer les 3 % de part de march\u00e9.<\/li>\n\n\n\n<li><strong>\u00c0 l\u2019international :<\/strong> vendre plus d\u2019un million de v\u00e9hicules et poursuivre notre expansion, notamment en Inde, tout en maintenant notre performance en Europe.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Notre objectif est de devenir une r\u00e9f\u00e9rence en mati\u00e8re d\u2019exp\u00e9rience client parmi les marques g\u00e9n\u00e9ralistes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pour cela, nous travaillons sur quatre axes de progr\u00e8s :<\/p>\n\n\n\n<ol start=\"1\" class=\"wp-block-list\">\n<li>L\u2019\u00e9coute des besoins clients<\/li>\n\n\n\n<li>La personnalisation des services<\/li>\n\n\n\n<li>La cr\u00e9ation d\u2019\u00e9motions lors de l\u2019essai<\/li>\n\n\n\n<li>Une digitalisation accrue du parcours client<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Nous souhaitons \u00e9galement renforcer notre notori\u00e9t\u00e9 spontan\u00e9e et notre image de marque.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Le secteur automobile est tr\u00e8s concurrentiel. Comment \u0160koda aborde-t-elle cette situation et quel r\u00f4le joue l\u2019exp\u00e9rience client ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Elias :<\/strong> Nous relevons ce d\u00e9fi avec une offre simple et attractive, mais surtout avec une approche client fond\u00e9e sur la proximit\u00e9 et l\u2019humain.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019exp\u00e9rience client joue un r\u00f4le essentiel : elle permet de maintenir notre r\u00e9seau en \u00e9veil et de l\u2019aider \u00e0 progresser en continu dans la relation avec les clients.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La v\u00e9ritable diff\u00e9rence se fera sur la qualit\u00e9 de cette relation et sur ce que \u0160koda peut concr\u00e8tement apporter \u00e0 ses clients.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Quel conseil donneriez-vous au secteur automobile en g\u00e9n\u00e9ral ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Luc :<\/strong> \u00c9coutez r\u00e9ellement vos clients, et ne vous limitez pas \u00e0 vos indicateurs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Les visites d\u2019exp\u00e9rience client offrent un retour authentique sur l\u2019exp\u00e9rience v\u00e9cue et permettent d\u2019ajuster les pratiques.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Et surtout : continuez \u00e0 valoriser la relation humaine, car elle reste au c\u0153ur de la satisfaction client.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u00c0 propos de l\u2019approche<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Chez Multi-Value, nous sommes fiers de contribuer depuis trois ans au succ\u00e8s de \u0160koda France et \u00e0 la satisfaction de ses clients et prospects.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Au-del\u00e0 de la mesure de l\u2019exp\u00e9rience client \u00e0 travers des visites d\u00e9di\u00e9es, ce projet repose sur une d\u00e9marche orient\u00e9e vers l\u2019apprentissage et l\u2019am\u00e9lioration continue sur le terrain. Nous travaillons avec des clients myst\u00e8res form\u00e9s au r\u00f4le de coach, capables d\u2019apporter un regard \u00e0 la fois objectif, constructif et bienveillant.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Apr\u00e8s chaque visite, ces clients myst\u00e8res\/coachs partagent leur exp\u00e9rience directement avec le conseiller commercial et son manager. Cet \u00e9change, bas\u00e9 sur des situations r\u00e9elles et des ressentis authentiques, permet de transformer le feedback client en un v\u00e9ritable levier de d\u00e9veloppement.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cette d\u00e9marche favorise la mise en place de plans d\u2019actions concrets, adapt\u00e9s au contexte de chaque point de vente, et soutient le d\u00e9veloppement des \u00e9quipes commerciales dans la dur\u00e9e. En pla\u00e7ant l\u2019exp\u00e9rience client au c\u0153ur du dialogue manag\u00e9rial, \u0160koda France construit une culture d\u2019am\u00e9lioration continue, o\u00f9 chaque interaction devient une opportunit\u00e9 de progresser et de cr\u00e9er davantage de valeur pour le client.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">En savoir plus ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Vous souhaitez en savoir plus sur nos services en France et en Europe ? <a href=\"https:\/\/multi-value.com\/fr\/contact\/\" type=\"page\" id=\"1600\">N\u2019h\u00e9sitez pas \u00e0 nous contacter<\/a> pour \u00e9changer autour de vos enjeux d\u2019exp\u00e9rience et de satisfaction client.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Interview de Luc Durieux et Elias Fatmi (\u0160koda France) ; par C\u00e9line Dutas (Multi-Value). Entre l&rsquo;interview et la publication, Elias a r\u00e9cemment relev\u00e9 un nouveau d\u00e9fi professionnel. Nous travaillons d\u00e9sormais avec Delphine, qui appara\u00eet sur la photo. \u0160koda France est un constructeur automobile reconnu pour ses v\u00e9hicules fiables, pratiques et offrant un excellent rapport qualit\u00e9-prix. [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":2428,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[49],"tags":[],"class_list":["post-2496","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classifiee"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\u0160koda France - d\u00e9velopper l\u2019exp\u00e9rience client, de l\u2019insight \u00e0 l\u2019action - Multi-Value<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/multi-value.com\/fr\/skoda-france-developper-lexperience-client-de-linsight-a-laction\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u0160koda France - d\u00e9velopper l\u2019exp\u00e9rience client, de l\u2019insight \u00e0 l\u2019action - Multi-Value\" \/>\n<meta property=\"og:description\" content=\"Interview de Luc Durieux et Elias Fatmi (\u0160koda France) ; par C\u00e9line Dutas (Multi-Value). Entre l&rsquo;interview et la publication, Elias a r\u00e9cemment relev\u00e9 un nouveau d\u00e9fi professionnel. Nous travaillons d\u00e9sormais avec Delphine, qui appara\u00eet sur la photo. \u0160koda France est un constructeur automobile reconnu pour ses v\u00e9hicules fiables, pratiques et offrant un excellent rapport qualit\u00e9-prix. 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